Difference between Service Contract Items, Header covered object and Item covered object?

[ambuja_prabhudessai]

Dear Experts,

We are currently working on Service contracts in our C4C project. Can someone please explain to me the the difference between contract items, contract header covered objects and contract item covered objects. I want to understand from a business process point of view.

Regards,

Ambuja

[mjveerhuis1 · Accepted solution]

Hi,

You have probably read the help text on service contracts, nevertheless i add the link

https://help.sap.com/viewer/5f35ee8b31e44f2786d7c2696defa2f6/CLOUD/en-US/d3ebcea3b38a4f638ba04651f1e...

Explaining in a view sentences is not easy... With regards to 'covered objects', these are the elements for which you set up a service contract. From a business point of view this are e.g. the machinery of the customer that I maintain as a service provider on a regular basis (twice a year) or whenever there is malfunction.

In the C4C application these machines on customer site, are called registered products (equipments) - which means a machine with unique attributes brand, type, serial number etc. at a specific physical location (production location building A) at customer site. Registered products can be linked / combined in one so called installed base. E.g. I sell and service central heating to customers and the installation (a customer installed base) exists of multiple components (registered products) that have individual attributes and (service and maintenance) requirements a pump, a boiler, a reservoir etc.

Understanding the concept of maintenance plans, service contracts and contract items and covered objects, it works well if you first set up an (example) installed base for a customer with registered products and a maintenance plan. And then you start the registration of different types of contracts.

In a service contract, you mention at header: validity and service level and the installed base that is in scope for maintenance or just some individual registered products. Keep in mind often companies register more on the customer installed base then they maintain. In contract item level you add the actual service you want to provide e.g. repair (Hours). In the item details you indicate how spare parts are will be dealt with. Here you can also select the particular objects if you have not done so on the header.

When a ticket is created and you add the customer and the registered product the customer has issues with the contract is added to the ticket and information from the contract is pushed into the ticket.

Kr.

MJ